総合的品質管理(第3版)<br>Total Quality Management : Text with Cases (3TH)

総合的品質管理(第3版)
Total Quality Management : Text with Cases (3TH)

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  • 製本 Paperback:紙装版/ペーパーバック版/ページ数 464 p.
  • 言語 ENG,ENG
  • 商品コード 9780750657402
  • DDC分類 658.4013

基本説明

Includes new material on Six Sigma, the Excellence Model, and ISO 9000-2000.

Table of Contents

Preface                                            ix
Part One The Foundations of TQM 1 (44)
Understanding quality 3 (15)
Quality, competitiveness and customers 3 (2)
Understanding and building the quality 5 (6)
chains
Managing quality 11 (2)
Quality starts with understanding the 13 (2)
needs
Quality in all functions 15 (1)
Chapter highlights 16 (2)
Models and frameworks for total quality 18 (11)
management
Early TQM frameworks 18 (3)
Quality award models 21 (5)
The four Ps and three Cs of TQM -- a new 26 (2)
model for TQM
Chapter highlights 28 (1)
Leadership and commitment 29 (16)
The total quality management approach 29 (2)
Commitment and policy 31 (1)
Creating or changing the culture 32 (3)
Effective leadership 35 (4)
Excellence in leadership 39 (2)
Chapter highlights 41 (4)
Discussion Questions 43 (2)
Part Two Planning 45 (54)
Policy, strategy and goal deployment 47 (17)
Integrating TQM into the policy and 47 (14)
strategy
The development of policies and strategies 61 (1)
Chapter highlights 62 (2)
Partnerships and resources 64 (12)
Partnering 64 (2)
Role of purchasing in partnerships 66 (3)
Just-in-time (JIT) management 69 (3)
Resources 72 (2)
Chapter highlights 74 (2)
Design for quality 76 (23)
Design, innovation and improvement 76 (1)
The design process 77 (4)
Quality function deployment (QFD) -- the 81 (5)
house of quality
Specifications and standards 86 (1)
Design in the service sector 87 (3)
Failure mode, effect and criticality 90 (2)
analysis (FMECA)
The links between good design and 92 (2)
managing the business
Chapter highlights 94 (5)
Discussion Questions 97 (2)
Part Three Performance 99 (66)
Performance measurement frameworks 101(29)
Performance measurement and the 101(5)
improvement cycle
Costs of quality 106(4)
The process model for quality costing 110(6)
A performance measurement framework 116(9)
The implementation of performance 125(2)
measurement systems
Chapter highlights 127(3)
Self-assessment, audits and reviews 130(19)
Frameworks for self-assessment 130(8)
Methodologies for self-assessment 138(4)
Securing prevention by audit and review 142(2)
of the management system
Internal and external management system 144(3)
audits and reviews
Chapter highlights 147(2)
Benchmarking 149(16)
The why and what of benchmarking 149(2)
The purpose and practice of benchmarking 151(4)
The role of benchmarking in change 155(1)
Communicating, managing stakeholders and 156(3)
lowering barriers
Choosing benchmarking-driven change 159(2)
activities wisely
Chapter highlights 161(4)
Discussion Questions 163(2)
Part Four Processes 165(98)
Process management 167(25)
Process management vision 167(2)
Process Classification Framework and 169(12)
process modeling
Process flowcharting 181(6)
Leadership, people and implementation 187(2)
aspects of process management
Chapter highlights 189(3)
Process redesign/engineering 192(14)
Re-engineering the organization? 192(2)
What is BPR and what does it do? 194(1)
Processes for redesign 195(3)
The redesign process 198(5)
BPR -- the people and the leaders 203(1)
Chapter highlights 204(2)
Quality management system 206(19)
Why a quality management system? 206(2)
Quality management system design 208(3)
Quality management system requirements 211(10)
Other management systems and models 221(1)
Improvements made to quality management 222(1)
systems
Chapter highlights 223(2)
Continuous improvement 225(38)
A systematic approach 225(2)
Some basic tools and techniques 227(8)
Statistical process control 235(3)
Some additional techniques for process 238(4)
design and improvement
Taguchi methods for process improvement 242(3)
Six sigma 245(6)
The `DRIVE' framework for continuous 251(6)
improvement
Chapter highlights 257(6)
Discussion Questions 261(2)
Part Five People 263(72)
Human resource management 265(23)
Introduction 265(1)
Strategic alignment of HRM policies 266(3)
Effective communication 269(3)
Employee empowerment and involvement 272(2)
Training and development 274(2)
Teams and teamwork 276(1)
Review, continuous improvement and 277(1)
conclusions
Organizing people for quality 278(4)
Quality circles or kaizen teams 282(3)
Chapter highlights 285(3)
Culture change through teamwork 288(27)
The need for teamwork 288(2)
Running process management and 290(3)
improvement teams
Teamwork and action-centered leadership 293(5)
Stages of team development 298(4)
Personality types and the MBTI 302(2)
Interpersonal relations -- FIRO-B and the 304(9)
Elements
Chapter highlights 313(2)
Communications, innovation and learning 315(20)
Communicating the quality strategy 315(3)
Communicating the quality message 318(1)
Communication, learning, education and 319(3)
training
A systematic approach to education and 322(2)
training for quality
Starting where and for whom? 324(3)
Turning education and training into 327(3)
learning
The practicalities of sharing knowledge 330(1)
and learning
Chapter highlights 331(4)
Discussion Questions 334(1)
Part Six Implementation 335(14)
Implementing TQM 337(12)
TQM and the management of change 337(2)
Planning the implementation of TQM 339(3)
Sustained improvement 342(4)
Chapter highlights 346(3)
Discussion Questions 347(2)
Case Studies 349(122)
Reading, using and analyzing the cases 349(122)
TQM in BT Retail 353(8)
Sustainable business improvement in a 361(11)
global corporation -- Shell Services
Texas Instruments Europe -- leadership 372(7)
and commitment to total quality and
business excellence
TQM implementation and policy 379(11)
deployment at ST Microelectronics
DRIVER for change in BBC Resources 390(6)
Best Value in Harrogate Borough Council 396(12)
Unilever HPCE -- the self-assessment 408(17)
journey
Business improvement strategies in the 425(7)
Highways Agency
Process management at Celestica Ltd 432(11)
Developing a business management system 443(11)
(BMS) in QinetiQ
Business excellence through speed and 454(17)
teamwork in Philips Electronics
Bibliography 471(8)
Index 479